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Collections Representative Resume Example

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COLLECTIONS REPRESENTATIVE
Professional Summary

Collections Representative with 15 years' track record of providing exceptional customer service and negotiation techniques. Knowledge of multi-line phone systems, Microsoft Office and data entry. Honest, collaborative and an individual of integrity. Diplomatic yet assertive Collections Representative with excellent customer service and customer relations skills. Analytical team-player with mastery in mathematics and accounting. Friendly Collections Representative with an in-depth knowledge of negotiation techniques and collections methods. Ambitious, personable and trustworthy. Gifted with the unique ability to diffuse tense situations. Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional. Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail. Experienced Collections Specialist bringing 15-years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems. Multi-talented Collection and Data Entry consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.

Skills
  • Payment Arrangements
  • Multi-Line Phone Systems
  • Policies and Procedures
  • Due Diligence
  • Customer Accounts Management
  • Bankruptcy Knowledge
  • Locating Debtors
  • Recording Data
  • Recordkeeping
  • Balance Sheets
  • Payment Collection
  • Mathematics Skills
Work History
June 2017-May 2020Collections Representative | SafeStreets USA LLC | Saddlebrook, NJ
  • Achieved monthly goals of $1,500 through effective use of Accurint and data entry skills.
  • Negotiated to collect balance in full.
  • Resolved challenging situations with friendly but firm strategies.
  • Used skip tracing resources to locate debtors and updated information in company system.
  • Handled 200 outbound and inbound calls daily with goal of collecting owed debt.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Counseled debtors on payment options and arranged installment agreements.
  • Processed payments and contracts on accounts.
  • Reviewed collection reports to determine status of collections and amounts of outstanding balances.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Trained new team members on scripts, company services and performance strategies and provided mentoring.
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
  • Used skip tracing and other techniques to locate debtors.
  • Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Monitored accounts for compliance with established payment plans and flagged those in violation.
January 2013-June 2017Banking Customer Service Representative | Synchrony Financial | Bridgewater, NJ
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Cross-trained and backed up other customer service managers.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Handled over 150 calls per shift during wire transfers signing up new customers, retrieving customer data, presenting relevant product information and cancelling services CD.
  • Answered emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
June 2014-July 2016Customer Service Representative | KPMG Corporate Finance LLC | Bridgewater, NJ
  • Answered constant flow of customer calls with up to 200 calls in queue per minute.
  • Regularly exceeded daily sales and product add-on quotas.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting in 80% decrease in cancellations.
  • Drove team revenue totals by bringing in over $1 million in sales.
June 2004-October 2011Collections Representative | NCO Financial | Ramsey, NJ
  • Responsible for all phases of collection and loss-mitigation activity on defaulted consumer loans , Credit Cards Responsibilities include, but are not limited to:
  • Communicate consistently with Consumer Loan customers who have loans in default status to discuss and resolve accounts to the department/bank's satisfaction. This is accomplished with heavy telephone contact as well as the preparation and issuing of written communication as warranted.
  • Responsible for decisioning payment plans and work outs on seriously delinquent loans and lines within Dept guidelines.
  • Handle challenging accounts and customer complaints while resolving customer issues in a satisfactory manner.
  • Assist Management in the training of collection staff and provide management assistance in reducing delinquency and loan losses.
  • Perform skip tracing duties on first payment defaults and defaulted loans to locate customer/collateral.
  • Recommend accounts for charge-off and prepare charge-off files.
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
  • Trained new team members on scripts, company services and performance strategies and provided mentoring.
  • Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
Education
High School Diploma: Passaic County Technical High School, 400 Reinhadt Road, Wayne NJ
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Resume Overview

Companies Worked For:

  • SafeStreets USA LLC
  • Synchrony Financial
  • KPMG Corporate Finance LLC
  • NCO Financial

School Attended

  • Passaic County Technical High School

Job Titles Held:

  • Collections Representative
  • Banking Customer Service Representative
  • Customer Service Representative

Degrees

  • High School Diploma :

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